Director, Services Administration

IPC is a leading provider of indispensable financial trading communications solutions to the worlds largest financial services firms and global enterprises. With 35 years of expertise and product innovation, IPC provides its customers with global systems and solutions, as well as a suite of products and enhanced services that includes advanced Voice-over-IP technology and an integrated network with 24x7x365 management services for more than 40 countries. Based in Jersey City, N.J., IPC has approximately 1,000 employees throughout the Americas, Europe and Asia-Pacific regions. Responsible for management of $100+m maintenance business line, including development and implementation of automation to streamline processes, cross functional coordination, business analytics and negotiation support. Goal is to achieve revenue and profit objectives for IPC maintenance services.

SPECIFIC RESPONSIBILITIES

• Lead a team to manage the maintenance renewal program and order administration.
• Develop and implement centralized processes to support global business, aligned with the regional service teams. 
• Develop and maintain monitoring tools and metrics to measure compliance and efficacy.
• Implement TradeCare and Install Base systems to automate and manage manual processes and associated data challenges.
• Maintain comprehensive process and training documentation.  Provide periodic training to associates as required.
• Implement and administer systems and processes which govern Service Deliverys  review, approval and compliance to customer contracts.
• Overseeing contract change control coordination/approvals and communicating changes to appropriate stakeholders.
• Work with the Product Management group to develop new service and pricing strategies that can be implemented in conjunction with new projects and contract renewals.
• Support the sales organizations with business analytics to aide in decision making process related to service contract negotiation.
• Evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high-level information into details to make informed decisions that can be presented internally and externally.
• Meet with customers to present service contracts and options professionally and tactfully.
• Identify, develop and work with third party partners as required on various product initiatives.
• Identify new or changed requirements associated with servicing the product portfolio using data analytics, workflow process, site visits and trend analysis.

KEY SKILLS REQUIRED

• Demonstrated ability to manage business line in a cross functional, geographically dispersed environment in a timely and effective manner
• Demonstrated ability to produce business analytics. Strong analytical and problem solving capabilities, both quantitative and qualitative, to enable identification of issues and devise solutions.
• Familiarity with contract creation and execution in a Service Delivery environment and experience with contract terms and documents.
• Outstanding writing and presentation skills
• Demonstrated leadership skills with strong coaching and mentoring abilities
• Ability to apply innovative approaches and initiative to increase productivity and work standards is a plus.
• Strong business and commercial acumen
• Excellent interpersonal skills at all levels
• Superior organizational skills and exceptional attention to detail
• Demonstrated ability to research and analyze useful industry and competitive information

EDUCATION/EXPERIENCE

• Bachelors Degree required
• 5+ Years experience of demonstrated business / customer service management
• Ideally previous experience in the financial services technology, specific experience with institutional trading preferred.

automation to streamline processes, cross functional coordination, business analytics and negotiation support